Job Purpose
-Manage and develop the overall customers engagement of assigned portfolio.
-Develop and perform business development strategies/activities in accordance with company business objective and local business environment to deliver profitable growth.
-Support global/regional sector initiatives and drive the engagement of both internal and external stakeholders with clear account development plan.
Accountabilities
I) Customers
External Customers
- Maintain effective relationship with assigned portfolio by remaining informed about customers’ business priorities and needs within the region.
- To drive and manage profitable growth with the assigned customer portfolio.
- Deliver services and solutions to customer that meet budget, quality and agreed service level.
- Drives/support development of new/innovation service or value creation as part of continuous development to meet customer’s needs.
- Respond and solve customer enquiries/complaints in a timely and responsive manner.
- Responsible for establishing customer profiles and customer needs.
- Effectively conduct Annual/Quarterly/Monthly Business Review with customers.
Internal Customers
- Develop Customer Account Plan and/or Win Plan that can be adapted to meet customer needs and business fit.
- Work with Product, Key account managers, Bid Management team in the region to communicate and align customer account/win plan for RFIs / RFQs.
- Close engagement with internal stakeholder by sharing customer’s buying behaviours and competitor’s intelligence.
II) Stakeholders
External Stakeholders
- Identify and develop relationship with Customer contacts, including but not limited to decision makers, coaches, gatekeepers, influencer et al.
- Work with third party service provider like packing company, carriers, truckers or shipping lines for special projects when needed.
- Work with other DHL divisions for end-to-end supply chain solution design or cross BUs collaboration.
Internal Stakeholders
- Work with countries and internal departments such as Products, VAS, Finance, First Choice, BPO, IT and Implementation to satisfy customers’ needs and make sure service is provided smoothly.
- Coach and work closely with virtual team - Key Account Managers (KAMs), Program Managers (PMs), GSC Team, etc.
- Regular Performance Dialogue with Country KAMs or ASMs/PMs.
III) Process
Customer Business Development
- Conduct customer meeting/sales visits (potential & existing) and present company capabilities, value proposition and business fit.
- Identify and develop customer sales leads.
- Lead market profiling and customer/competitor research and analysis activities to understand and identify opportunities and challenges.
- Develop and/or communicate effective pricing strategies to drive profitable growth and volume.
- Develop supply chain management solutions meeting customer needs.
- Develop customer development plan/win plan and drive the communication and alignment with relevant stakeholder in region and countries such as Product and Key Account Managers on strategy for RFQ’s/tenders/bids.
- Proactive Selling with Buyer’s Perspective.
Customer Business Performance
- Effectively drive monthly, quarterly and annual business review with customers.
- Overall responsible for achieving Customer business targets and KPIs. Drive KPI performance review with customer, together with Products.
- Identify and drive continuous improvement or value creation opportunities with customers.
Skills/Knowledge
· Selling with Buyer’s Perspective
· Management & Decision Making
· Project management
· Industry/Sector Knowledge and Expertise
· Freight Forwarding Knowledge and Expertise
· Excellent communications skills
· Interpersonal skills
· Influencing skills
· Negotiation skills
· Solution design and process mapping skills
Experience/Qualification Requirements
- Degree Holder, relevant post-graduate qualifications will be an advantage
- 6-8 years of solid experience in the logistics or forwarding industry
- Of which at least 2 years is dealing with major accounts on a regional or global level
- Relevant experience in International Supply Chain, Decarbonization Market Trend and Digitization Processes will be an added advantage
- Fluent use of English (both written and spoken)
- Ability to speak Mandarin will be an advantage
- Computer skill knowledge like MS Excel, MS Powerpoint and MS Word
